There are two options for changing a redemption rate for a customer,First option would be giving that customer a special rate or the other or the next option would be

First you need to select “New Customer” and that will take you to the New Customer Screen, then once you have done that Type in Customers Surname and Date of

At the Home Screen you want to Select number two, like the photo below, And Type in the loan that you are wanting to reverse back to a loan and